Phone not working since 11 March, spent hours trying to resolve

[ArrowOne]

11 March we were switched to digital voice and our copper wire landline no longer works.

On 20 January I contacted TalkTalk via online chat as our Talktalk router was unsuitable for digital voice. I was advised that a replacement router and ATA would be sent to me.

I had subsequent telephone conversations and chats to ask when I would receive the equipment and received promises that I would receive the equipment before our copper wire was switched off on 11 March.

Our copper wire landline service ceased 11 March and we are unable to connect to digital voice because the necessary equipment has not been received.

12 March I spent nearly 3 hours via online chat being passed from one person to another and quite frankly having the most frustrating imaginable conversations with Talktalk staff.

13 March received text message saying "We're really sorry but while we were completing your request to switch to Full Fibre with digital voice  there was a problem that has resulted in your landline being temporarily disconnected"

Today 17 March received a text asking me to contact talktalk.co.uk/techrepairs
I contacted techrepairs but again had a chat which went nowhere.

After this horrible experience with Talktalk which has cost me hours of my time getting nowhere I would recommend anyone look for an alternative supplier.

I am still without a working telephone service for almost a week and no sign of the promised equipment which will allow me to connect to digital voice.

[ArrowOne]

I received a text message from Talktalk at 09:00 asking me to contact the dedicated support team at talktalk.co.uk/techrepairs. 

That was another complete waste of time!!!!!!!! 

I followed the link at 09:15 which opened a chat with Sanju who suggested he pass me through to the complaints department at 9:29.

Noone from Talktalk joined the chat and at 10:01 I received an automated message to say "we don't want to keep you waiting, so feel free to to carry on with your day and we will message you."

I have not so far received any text message.

[Debbie-TalkTalk]

Hi ArrowOne

I can see from the notes that one of my colleagues is to trying to fix this issue so the router can be dispatched.

Did you contact our team by phone or live chat today?

[ArrowOne]

Hi Chris, It's a DG8041W-2.T5

[KeithFrench]

It's either a Sagemcom FAST 5364 or a Huawei DG8041 then. If you remove the pull up plastic panel at the top of the router, there will be a label behind it to identify which one it is.

[ArrowOne]

The serial number is 2153035991QUKA069117 

I can't see a model number

I attach photo of the router

[Chris-TalkTalk]

Hi ArrowOne,

Which router do you currently have?

Chris

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.